Senior Manager, Client Concierge

FASHIONPHILE is revolutionizing the ultra-luxury fashion experience to create a sustainable alternative. We value diversity in our people, perspectives, and products. As a Senior Manager, Client Concierge, you will lead the strategic planning and daily operations of the contact center to ensure an exceptional, luxury client experience.

Requirements

• 4-6 years as a call center manager or similar position
• 10+ years in customer service and/or account management
• 1+ years of basic financial analysis; budgeting, scheduling, and report creation
• 2+ years in an e-commerce environment
• 2+ years managing complex systems including system optimization
• Excellent interpersonal, problem-solving, verbal and written communication, and conflict resolution skills
• Strong coaching and leadership skills, ability to motivate employees
• Passionate about customer service with the ability to stay calm in stressful situations and lead through change
• Knowledge of performance evaluation and customer service metrics including reporting and budgeting procedures
• Experience with workforce management tools and processes, including forecasting, scheduling, and capacity planning for contact centers a plus
• Experience implementing IVR menu updates, AI automation, and self-service strategies

Benefits

• Medical, Dental and Vision Coverage
• FSA options for Medical, Dependent Care & Commuter Benefits
• Paid Time off, Paid Sick Time, and Paid Holidays
• 401(k) with generous match program
• Free Life Insurance and AD&D
• Long Term Disability Insurance
• Employee Discount